# ITSM 365 Reviews **Vendor:** Naumen **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 12 ## About ITSM 365 100% customizable Service Desk for any business small or large ## ITSM 365 Reviews ### 1. ITSM 365 tool is awesome **Rating:** 4.0/5.0 stars **Reviewed by:** sourav c. | onsite support engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2023 **What do you like best about ITSM 365?** The magical part is integration with many applications such as Jira, power BI etc and we can get a fully automated services for all kind of businesses. **What do you dislike about ITSM 365?** The first thing we can consider is the pricing . For a contry like India pricing is one of the key parameter to go for a solution. Second thing is the UI part and it can be improved. **What problems is ITSM 365 solving and how is that benefiting you?** We can integrate with powerful tools like pewer BI , Jira. Reporting become very easy. Automation is one of the key feature. Easy to use. ### 2. It is ok **Rating:** 3.0/5.0 stars **Reviewed by:** Duane P. | Cyber Security Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about ITSM 365?** It is easy to use as long as its only in 1 spot. IE sharepoint but not sharepoint and teams **What do you dislike about ITSM 365?** Very few features. Kind of clunky and a pain to navigate **What problems is ITSM 365 solving and how is that benefiting you?** It is being used as a one stop shop to request it services ### 3. Basic ITSM, not a premium one. **Rating:** 3.0/5.0 stars **Reviewed by:** Sachin A. | business development manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about ITSM 365?** We implemented ITSM 365 for their internal ticket system, incident management, stakeholders management, etc. **What do you dislike about ITSM 365?** The system is clunky and not user-friendly. Incomplete development and difficulty getting issues fixed made the experience challenging. We are transitioning to Taskfire for a more seamless solution within Autotask PSA. **What problems is ITSM 365 solving and how is that benefiting you?** We are moving to autotask PSA. Had difficulty in integration with 365 ### 4. Best for managing the Projects **Rating:** 5.0/5.0 stars **Reviewed by:** Nidhi G. | Salesforce Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2023 **What do you like best about ITSM 365?** Easy to use Easy to manage project details Convenient to share project details with the team member **What do you dislike about ITSM 365?** Its expensive sometime server is down, in that case it hamper the work **What problems is ITSM 365 solving and how is that benefiting you?** Its convenient to use and help the project team to keep on same page on project ### 5. ITSM tool 365 is an ideal tool for IT ServiceDesk Management **Rating:** 4.5/5.0 stars **Reviewed by:** Lohit K. | Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2023 **What do you like best about ITSM 365?** User friendly and we can manage complete incident management life cycle. **What do you dislike about ITSM 365?** Need more Integration documentation with other tools. **What problems is ITSM 365 solving and how is that benefiting you?** It has improved our organisations SLA and OLA's. ### 6. ITSM Ticket Handling System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about ITSM 365?** It is a utilitarian tool with a well-designed user interface that comes to use daily. **What do you dislike about ITSM 365?** Unlike its peers, it lacks the features of integrated emails and email-based workflow. **What problems is ITSM 365 solving and how is that benefiting you?** It is our primary ticketing tool for raising requests with relevant teams. The workflow and comments section helps track the progress of the tickets. ### 7. Pretty decent ITSM tool in matket **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about ITSM 365?** Affordable and worth tools for small business IT teams **What do you dislike about ITSM 365?** There is nothing I dislike. They improve on the UI and UX to compete legacy softwares **What problems is ITSM 365 solving and how is that benefiting you?** IT ticketing and service management. One place for all sorts of tech needs ### 8. Brief overview of ITSM **Rating:** 3.5/5.0 stars **Reviewed by:** Lohith J. | ServiceNow Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2022 **What do you like best about ITSM 365?** Easy to assign tickets as an Admin. Having good UI. SLA has different colors thereby showing difference between different parameters. Handling tickets are at an ease **What do you dislike about ITSM 365?** Sometimes the website hangs up while performing tasks. It disappears all the changes when not saved. It won't revert back to page which are performing. All kinds of frameworks are not compatible. **What problems is ITSM 365 solving and how is that benefiting you?** If anything problem arrives while solving regular activities. ITSM can be used as an ticketing tool through which we can get a resolution for the addressed problem. ### 9. ITSM experience **Rating:** 4.5/5.0 stars **Reviewed by:** Varun K. | Webmethods Administrator / SRE, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about ITSM 365?** User friendly interface, in one section where we can assign and send the tickets. SLA will highlight in colors and we can generate the reports easily of tracking purpose. **What do you dislike about ITSM 365?** All frameworks are not compatible and cloud integration **What problems is ITSM 365 solving and how is that benefiting you?** Our regular project activities are solved by using ITSM through ticketing process. ### 10. ITSM a service tool with complete package **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2022 **What do you like best about ITSM 365?** It's easy to understand interface. One place to raise incidents, problems, service requests, change etc. From support perspective we can generate reports of the tickets for analysis and improve performance **What do you dislike about ITSM 365?** Current user of IT service management tool and nothing to dislike **What problems is ITSM 365 solving and how is that benefiting you?** Raising tickets to resolve issues in app. Track the ticket status. From support perspective use the metrics for improving app performance and identifying the recurring tickets types ### 11. ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 31, 2021 **What do you like best about ITSM 365?** Very easy to use, quite a user friendly software, and effective. **What do you dislike about ITSM 365?** IT's quite helpful but some time I feel like there is room for improvement for end to end users **What problems is ITSM 365 solving and how is that benefiting you?** helping others and resolving issues raised by others ### 12. ITSM Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2018 **What do you like best about ITSM 365?** A simple yet amazing ticketing system, allowing us as a team to create, trace, track and resolve calls within the IT Team. Very ease of use, user friendly and effective. **What do you dislike about ITSM 365?** The only dislike I have about this tool is you cannot upload solutions into this system. Therefore, meaning you can't support the business well in regards to inserting solutions into resolutions. Other than that, this is a great and effective tool and has helped the business excel further. **What problems is ITSM 365 solving and how is that benefiting you?** The benefits it has brought us is a fast and easy way to create tickets on the go, FULL history of calls, IT assets linked to users which implements into a ticket for you to look at. You can track your work progress as well as set yourself tasks for each call. You can also set a plan on each call so you can figure out how you would deal with the issue using different methods/ steps. ## ITSM 365 Discussions - [What is ITSM Cost?](https://www.g2.com/discussions/what-is-itsm-cost) - [What is ITSM Saas?](https://www.g2.com/discussions/what-is-itsm-saas) - [Does Microsoft have an ITSM tool?](https://www.g2.com/discussions/does-microsoft-have-an-itsm-tool) - [View ITSM 365 pricing details and edition comparison](https://www.g2.com/products/itsm-365/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+18%3A11%3A02+-0500&secure%5Bsession_id%5D=ececa986-7da6-41de-8e8d-d34ae6e28b24&secure%5Btoken%5D=5d9e3cefcb13cb608b8f40bfb517d1bc26050fc5caa1325a2ee16b8501579c1d&format=llm_user) ## ITSM 365 Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top ITSM 365 Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,283 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,692 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews)